Date: Sat, 18 Jan 1997 01:07:07 -0500 (EST) From: Snob Art Genre <benedict@echonyc.com> To: "Sean J. Schluntz" <schluntz@pinpt.com> Cc: chat@freebsd.org Subject: Re: FreeBSD into larget corp. environment? Message-ID: <Pine.SOL.3.91.970118010407.7869B-100000@echonyc.com> In-Reply-To: <Chameleon.853525458.List@journeyman>
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On Fri, 17 Jan 1997, Sean J. Schluntz wrote:
>
> The call would come in to a 'first level' person, who would take down all of
> the various information about the person who was calling in (Call back if the
> call gets lost, CC info or support contract number.), the system information
> and the problem that they are having.
>
> At that point the tech should have a clue if this is something that they can
> take a shot at. If it is they can do a system look up on the problem and if
> they have any good info pass that on to the person ('Easy' stuff that is
> already documented. ) if they can't get the info they could tell the person
> that some one will get back in touch with them in the next hour (Or what ever)
> and the go to a look up sheet.
>
> The look up sheet would be a list of FBSD coders and techies who want to make
> a bit of extra money. For each of them would be a list of contact numbers,
> times they are available and what areas they know about. You would then
> contact one of them and give them the information about the problem. They
> would contact the customer and help them with the problem. After it was
> resolved they would 'report back' via eMail form or something else so we know
> the resolution and can put it in the database.
>
> If they don't know the resolution they can bring someone else in as well.
> There are many other things you could do to stream line it all and such.
>
So in other words, the customer sends a recursive problem-resolution
request to the first-level tech, who can then look up and send
non-recursive requests to any more advanced users who are authoritative
for that type of problem.
Reminds me of something, I can't think what. :)
>
> -Sean
>
Ben
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